AccountId: 011433970860
ContactId: 1ffc716c-0924-47b4-b4eb-2166634599e9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 92779 ms
Total Talk Time (AGENT): 39943 ms
Total Talk Time (CUSTOMER): 36791 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/1ffc716c-0924-47b4-b4eb-2166634599e9_20250606T13:21_UTC.wav
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[AGENT][NEUTRAL] APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, good morning, [PII]. My name is [PII] and I'm calling from the provider's office trying to get um eligibility on the patient.
[AGENT][NEUTRAL] OK, I'm happy to check eligibility today. Do we have the patient's policy number?
[CUSTOMER][NEUTRAL] 02292664.
[AGENT][POSITIVE] All right, thank you. Let me pull that up here.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] Is that [PII] Date of birth, [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Thank you. So, patient is active. Effective date is [PII].
[AGENT][NEUTRAL] We are the members secondary insurance, so this covers deductible, co-pay, co-insurance, the primary does not.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And the first initial of your last name?
[AGENT][NEUTRAL] It's gonna be [PII].
[CUSTOMER][NEUTRAL] [PII] and is there a call reference number?
[AGENT][NEUTRAL] Yes ma'am, so you can use my name with my last initial and then today's date as a call reference.
[CUSTOMER][POSITIVE] OK, [PII], thank you so very much for your help.
[AGENT][POSITIVE] You're welcome. Have a good one.
[CUSTOMER][POSITIVE] OK you too bye bye.
[AGENT][NEUTRAL] Bye bye.